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  • 1.  Wrapup duration of callback call is recorded as "0s".

    Posted 10-13-2017 02:56

    We found out that wrapup duration of callback call is always recorded 0s.

    We have asked your support team the reason why , and got the following answer.

    "According to US, these examples are all callbacks. Wrapups for Callbacks are always 0 duration. This is an intentional design. Please submit enhancement request if you don't like this design."


    So, I posted this request.

    Please enhance/improve to record/show actual wrapup duration in conversation detail/timeline on portal.



  • 2.  RE: Wrapup duration of callback call is recorded as "0s".

    Posted 10-25-2017 11:33

    I'm currently looking into this issue and will report back on it. We need to clearly define what is counted as wrap-up for a callback object as there could be multiple dial attempts. Although in a single call scenario it is pretty easy and simply to count wrap-up time it is a little more complex if an agent makes 2 or even more attempts. More details will follow on this....





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